By Mark Wilson | 60 Min Video

Webex Contact Center has rolled out important updates that directly impact how queues are managed and optimized. In this video, Sunset Learning instructor Mark Wilson breaks down the latest changes, explains what they mean for your contact center, and shares practical tips to adapt with confidence. Learn about the latest Webex Contact Center queue updates, including things like interface changes and enhancements to LAA and SBR queues to help you optimize flows, skill assignments, and workload management.

View more videos like this on our YouTube channel. 

Instructor Bio:

Mark Wilson’s first job in the IT industry was in the mid-1990s after college and a few years in the Army. His experience started with hardware and desktop support, eventually migrating to Server and LAN Administration and developing cable modem systems and ISP Services. Mark then joined SLI (named CCTI at the time) in 1999, teaching Cisco courses on routing and dial-up networking (yes –analog modems). He feels that he got into voice backwards by teaching courses on Cisco ICM before migrating to Call Manager, Unity, and CRS (an early name for UCCX), which created opportunities to teach a few courses in Europe.

Several years later, Mark was offered a chance to work for Avaya, focusing on large contact center customers. He worked there for 10 years as a sales engineer and architect. That was followed by an opportunity to return to his roots performing support for networking, voice, small contact centers, and other contract services. Recently, Mark returned and is excited to be back teaching at SLI. His current focus is contact center courses, but given how many different areas he has worked, he reserves to right to teach other technologies.